At Rausch, we serve clients in the areas of Finance & Accounting, Internal Audit, Information Security, and Professional Placement. We deliver solutions that address compliance, enterprise risk, information technology, and human resource capital.Rausch delivers globally through project lead solutions, co-sourcing, staff augmentation, professional placement services, and customized technology deployment.

This position is responsible for training, coaching, and mentoring LDR new hires, existingrepresentatives and managers. The role will be a positive change agent who hasexcellent communication, leadership, training, team building, collaboration, and interpersonalskills. Previous experience with development of initiative and practices related to organizationalchange, process improvement, leadership development and employee engagement in a contactand sales center. Expertise in learning and organizational development principles andmethodologies.  Fully conversant in adult learning principles and performance improvementprocesses.  Must be able to multi-task in a fast-paced environment with the abilities tomotivate and develop teams and individuals through timely coaching and mentoring.

CALL CENTER CONSULTANT | DIRECTVLeading initiative with DIRECTV’s customer retention group to increase saves rate and significantly improve vital KPIs, for Atlanta-based training, coaching and consulting company that helps customer contact centers achieve goals and sustain success with an exclusive process known as “The Quality Conversation.” Previously supported AT&T/DIRECTV in direct sales, best practices, telco, sustainability and instructional design. Collaborate with leadership team consisting of Director, Operational Managers, and Team Managers to help with DIRECTV Picture of Excellence implementation, behaviors around BEST!, and drive behaviors to meet/exceed target goals.» Leveraged strength and experience in operations, coaching and overcoming objections » Coached approximately 75% of low performers to score medium and high within 30 days» Instrumental in helping partner site pass audit by serving as a pre-evaluator» Facilitated relationships s to enhance call flow and increase sales by 20%» Additionally worked with Georgia Natural Gas; coached and trained leadership in development of true sales center environmentCALL CENTER IMPLEMENTATION DIRECTOR | INFISYS, INC.Led call center implementation, which included establishing policies and operating structure, for start-up firm that was founded to provide solutions in healthcare to transform paper-based records to digital electronic health records. » Overall responsibility for managing cost, project management, and identifying vendors» Directed and managed team to meet company objective while staying below budget by 35%

Managed team of mechanical operators and tracked performance both domestically and internationally for technology company providing IT support services, innovative solutions, managed services and enterprise wide solutions in information systems, aerospace, electronics, and technical services to government and commercial customers worldwide. Served as Certified Mechanical Engineer/Operator and Payload Operator in daily maintenance of heavy equipment. Accountable for day-to-day operations, weather updates, management, supervision and operational effectiveness of persistent ground surveillance system (PGSS) staff.

Directly managed and supervised 19 employees internationally for provider of information solutions and services that support national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. Served as liaison between Army personnel and corporate headquarters. Ensured 100% manning of all systems within 24/7 operational environment. Managed day-to-day operations, and reported personnel changes and manpower on hand daily. Coordinated logistics to and from work site every day, while managing the team’s assets to ensure quality of life in foreign environment.

Developed and implemented various training programs to support both internal and outsourced initiatives for IT services, network and communications provider that serves more than 150,000 businesses and 1 million U.S. consumers» Conducted training for over 400 personnel throughout US and internationally for external partners » Developed strategies and provided expertise during development of course materials » Maintained course Program of Instruction (POI), guidelines and training delivery standards » Evaluated the effectiveness of training activities and proposed improvements and modifications» Mentored and coached new service center agents and trainers Received excellence award from AOL and EarthLink; rated best instructor by international Business Process Outsourcing companies.

Promoted into position to direct daily activities of two departments and four mid-level managers, and provide guidance to business unit to achieve strategic goals. Initiated continued training and development of managers to ensure progression within the company. Reviewed retention rates and team attendance; implemented performance goal setting, delivered corrective and disciplinary actions, and provided feedback and incentives to employees.Corporate Sales Trainer (2003-2004)Delivered and evaluated curriculum for new hires based on business needs analysis, reflecting content, design and delivery methodologies.Mentored and coached sub- senior course developers and new hires. Exceeded targeted retention goal by 20% through use of unique platform and exceptional facilitation skills. Awarded National “Member Service Trainer of the Month” for outstanding performance.Customer Care Consultant (2002-2003)Processed inbound calls from existing members and adopted a customer-centered sales and service approach to renew customer accounts. Consistently maintained a minimum retention rate of 70%, which exceeded target rate. Ranked as one of the top five leaders in commitment plans within one of the largest constructs in the company (ICU/Deuce).

Progressed through ranks to lead Brigade Operations in Ft. Leonard Wood, Missouri.Served as Battalion Chemical Officer, Logistic Commander/Manager and Operations Officer/Manager.